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Customer Solutions Engineer III

11 days ago: Rocket Software

Job Description

About Rocket Software
Thousands of companies around the world depend on Rocket to solve their most challenging business problems by helping them run their critical infrastructure, business processes, and data, as well as extending the value of these assets to take advantage of cloud and mobile computing, advanced analytics, and other future innovations. From the clothes we wear to the cars we drive, Rocket solutions power the back-end systems for thousands of brands we interact with every day. At Rocket, software has always been about people—not just ones and zeroes. We’re people solving problems for other people, and we strive to treat our customers, partners, and fellow Rocketeers with humanity. Founded in 1990, Rocket Software is headquartered in Waltham, MA, with 31 offices around the world.

Job Overview: The Customer Solutions Engineer provides a wide range of best practice services that are based on Rocket products, from implementation to training, consulting and maintenance. CSEs are expected to represent Rocket Software in the highest professional manner as a product expert and trusted advisor. Provide support to company sales staff and customer personnel by disseminating technical information on products and solutions.

Essential Duties and Responsibilities:

Technical Expertise

  • Technical knowledge on one or more Rocket products
  • General understanding of multiple products across Rocket
  • Conceptual and technical knowledge of Rocket products including new releases, new products and interfaces
  • Presents and delivers technical presentations on products
  • Delivers technical product training to customers
  • Interacts with lab and product support to research and respond to detailed questions from prospective and current customers
  • Delivers the installation, implementation and maintenance of company products
  • Ensure that client’s needs have been met and that the product/solution is fully functioning according to specifications
  • Shares customer feedback to product management for future enhancements
  • Articulates the practical application of the products in a variety of customer environments
  • Identifies opportunities for additional customer technology enhancements through understanding of Rocket product solutions

Services to Customers

  • Delivers services that allow for successful post-sales deployment of Rocket products
  • Guides client in the set-up and configuration of Rocket products and trains customers in administration and use of the products
  • Conveys technical details to technical and non-technical audiences
  • Handles objections professionally; answers questions quickly and coherently; deals with challenges assertively and persuasively
  • Self-manage assignments, resource planning, administrative tasks, managing multiple projects simultaneously from start to finish

Team Leadership

  • May mentor junior CSE team members


Required Skills
  • Bachelor’s Degree, or equivalent experience
  • Experience required
    • 5+ years in related Information Technology field
      • previous experience in Project Management
      • previous experience in development, application lifecycle or change management
    • Senior level technical skills in at least two of the following:
      • Web UI design and development
      • Mobile Application design and development
      • Experience with Rest and SOAP Services
      • Tomcat, Apache, WebSphere or other Web Server / Application Server technologies
      • Coding Skills: JavaScript, Java, HTML5, shell scripting
      • Linux, Unix, and/or Windows operating system
      • Developing documentation, analyzing data
    • Experience in using the following are desirable:
      • Microsoft Office applications
      • Salesforce
    • Proven critical thinking, analytical and troubleshooting skills
    • Excellent interpersonal, relationship management and communication skills.
    • Excellent time management skills
  • Travel 25-75%

Additional Preferred Qualifications:

  • Previous consulting experience desirable
  • Previous travel oriented position held

Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please call: 781-577-4321 or send an email to hr@rocketsoftware.com. We will make a determination on your request for reasonable accommodation on a case-by-case basis.



Required Experience
About Rocket Software Thousands of companies around the world depend on Rocket to solve their most challenging business problems by helping them run their critical infrastructure, business processes, and data, as well as extending the value of these assets to take advantage of cloud and mobile computing, advanced analytics, and other future innovations. From the clothes we wear to the cars we drive, Rocket solutions power the back-end systems for thousands of brands we interact with every day. At Rocket, software has always been about people—not just ones and zeroes. We’re people solving problems for other people, and we strive to...

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